Express Company also helpless, courier shouted difficulties

Do not send upstairs, price Mas, inspection problems

Low price competition consumer damage in express industry

Express do not go upstairs, express price Mas, express prices have announced prices and preferential prices ... Express in the convenience of people's lives at the same time, some service problems also make consumers headache unceasingly. On this, express company is very helpless, different customers focus on different needs, courier also said there are difficulties.

Analysis of the industry, the current consumer sensitivity to the price far more than the quality of service, in the situation of low-cost competition in the delivery company to improve the power of service.

Question one:

Figure not to go upstairs

Courier said there are difficulties

"Package Mail Express, door-to-door" as a way to attract customers online shopping, but many consumers have complained that some express companies only sent downstairs, "too lazy to go upstairs," or to require consumers to specify the area of the collection, or simply do not pass the consumer license, Direct express to the Community guard or property, neither the inspection also faces the risk of compensation.

However, according to the implementation of the "express market management measures" from March 1 this year, express delivery enterprises should be within the promised time limit to complete the delivery of Express (mail), should express delivery to the agreed to the address and the recipient or recipient of the designated receiver. A courier company marketing department also said that the company rules are to send express door-to-door, otherwise customer complaints will be punished.

But express company also said very "helpless". A courier from Hunan said, "We are not lazy do not go upstairs, it is not the rules, and also express prices are too low, and some have large Taobao customer site 5 Yuan 6 yuan of the price will be shipped, to send a site, one more, the price is low, the quality of service natural decline.

Industry personage pointed out, do not rule out some courier is in order to save trouble not upstairs, and each express company internal management, system is also different, in addition, sometimes courier upstairs to send pieces, often occurred even cars and other express are stolen cases, courier will need to bear the loss alone, And some communities simply do not allow express access or specify the receiving area, some also have to charge "entrance fee."

Question two:

Price Mas

Express: "Price is negotiable"

According to the relevant regulations, express enterprises should be in the business place to publicize its service time, price, loss compensation and other service commitments, but the reporter investigation found that some express enterprise prices divided into open prices and preferential prices, according to different customers to propose different prices, consumers in the mail is often "price negotiable."

"This is normal, you send a single and from Taobao to send a single, the price must be a lot worse," a courier network manager revealed to reporters, even with a courier company of different outlets, courier prices will be different.

For example, from Guangzhou to Shanghai, the public price is generally 15 yuan, the general consumer to send express with the responsible area of the courier can also counter-offer, that is, 80 percent-90 percent, but to the dot is not easy counter-offer. By contrast, the larger business of Taobao customers express prices "cut" can go to 6~7 yuan, these sellers to consumers charged 10 yuan for different courier costs, the difference is put into their own pockets.

These people said that the current industry is engaged in price war, because it is not a unified pricing, different customers focus on the needs of the difference, prices may also be different, such as Taobao customers pay attention to low prices and even earn the profits of freight, some enterprises Express is not very sensitive to the price, and pay attention to services, many courier are willing to take such a single.

Question three:

More inspection problems

Express: Difficult to say the responsibility

Many consumers also complained that some courier to be in a hurry or outside the packaging for reasons such as no damage refused to consumer inspection. and some units or property signed Express is also not inspection.

"Express Market management measures" provisions, express packaging intact, signed by the recipient to confirm that the delivery of express notes for fragile products and packaging appear obvious damage, the enterprise should inform the recipient first acceptance of the internal parts and then sign. For the net purchase, collection payment and other Express, the enterprise should be with the sender in the contract clear delivery acceptance of the rights and obligations, and provide compliance with the agreed acceptance service, acceptance without objection, signed by the recipient to confirm.

There are express business people think that the company regulations allow consumers to inspect goods, but many product inspection problems and difficult to say after the problem, such as the seller sent defective fakes, loading the wrong goods, and some electronic products can not wait for consumers to boot inspection.

Analysis：

Consumers are more sensitive to price than service quality

Reporter to understand that the domestic delivery services to the thousands of enterprises, some joined the Express enterprises, although there are relevant provisions, but due to the control of the franchise site is inadequate, irregular phenomenon is still emerging.

There are insiders pointed out that consumers pay full freight, so when the quality of service is not guaranteed should be complained, but the problem is that the courier costs are not fully into the courier company's pockets, and electricity dealers, sellers and so did not assume responsibility. "Courier costs to share with the electricity, and some Taobao sellers their own product profits are not high, so the freight price difference has become a source of revenue."

In addition, the industry low price competition is not uncommon. Yuantong Express a network manager told reporters, now is "barefoot not afraid of shoes", some express companies rely on Low-cost customers, many services are difficult to guarantee.

Logistics Courier Consulting Network chief consultant Xu that the current consumer sensitivity to the price far more than the quality of service, prices do not go, express company to improve the service power is insufficient. Xu also pointed out that the future express enterprises only through the provision of differentiation, specialization and personalized services, improve delivery time, service levels and other means to achieve greater market.